Job Search Status
Open to workDesired start date: 2 weeks notice
Open To Work
Zachary Franklin
Rosedale
Work Preference
Summary
Service Desk Operator with 4+ years of experience in IT and customer support, specializing in troubleshooting, asset management, and end-user support across enterprise environments. Proven ability to resolve technical issues efficiently, support large-scale user bases, and manage hardware lifecycle processes. Known for strong communication skills, attention to detail, and the ability to work independently and collaboratively in fast-paced environments.
Overview
13
13
years of professional experience
Work History
Service Desk Operator
CGI
Lebanon
03.2022 - Current
- Provide remote technical support to employees across the U.S., resolving hardware and software issues
- Perform laptop replacements, new hire setups, and user onboarding/offboarding processes
- Manage shipping and receiving operations, including FedEx label creation and device tracking
- Handle ticket workflows related to peripherals, terminations, and asset management
- Conduct computer imaging, deployments, and system configurations
- Perform asset inventory audits and maintain accurate tracking records
- Resolved hardware and software issues for end-users.
IT Contract Consultant
AMMK
Lebanon
10.2021 - 03.2022
- Imaged, configured, and deployed hardware to employees nationwide
- Updated and managed tickets using Remedy and asset management systems
- Troubleshot hardware and system issues to ensure minimal downtime
- Maintained accurate tracking of IT assets and inventory
- Followed standardized processes to ensure consistency and quality of service
Welder/Metal Fabricator
Samuel Pressure Vessel Group
Lebanon
04.2015 - 04.2021
- Fabricated and assembled metal components using various welding techniques
- Operated machinery and tools for cutting, forming, and finishing materials
- Read and interpreted technical drawings and specifications
- Ensured quality control and adherence to safety standards
- Operated forklifts and supported production workflows
- Inspected welds for quality and adherence to safety standards.
Transit Maintenance Worker
Four County Transit
Pounding Mill
05.2013 - 04.2015
- Maintained and cleaned transit vehicles, ensuring compliance with safety standards and enhancing usability for operators
- Performed detailing and general upkeep of buses and vans, contributing to overall vehicle performance and rider satisfaction
- Collaborated with team members to troubleshoot equipment failures.
- Performed cleaning duties to uphold a hygienic environment for riders.
- Operated a variety of hand tools and power tools for various maintenance activities.
Education
High School Diploma -
Richlands High School
Richlands, VA05-2013
Skills
- Remote technical support
- Incident management
- Ticket management
- Ticketing systems
- Service level agreements
- Hardware troubleshooting
- Software configuration
- Inventory management
- Customer service
- Problem solving
- Team collaboration
- Effective communication
- Professionalism
Timeline
Service Desk Operator
CGI
03.2022 - Current
IT Contract Consultant
AMMK
10.2021 - 03.2022
Welder/Metal Fabricator
Samuel Pressure Vessel Group
04.2015 - 04.2021
Transit Maintenance Worker
Four County Transit
05.2013 - 04.2015
High School Diploma -
Richlands High School